Gaps in customer satisfaction with digital wallets: challenge for sustainability

2018 ◽  
Vol 37 (6) ◽  
pp. 442-451 ◽  
Author(s):  
Ramesh Kumar Bagla ◽  
Vivek Sancheti
Keyword(s):  
Ease Of Use ◽  
Data Matrix ◽  
Primary Data ◽  
Satisfaction Level ◽  
National Capital Region ◽  
Content Type ◽  
Capital Region ◽  
National Capital ◽  
Transaction Security ◽  
Digital Wallets

Purpose The purpose of this paper is to examine the factors responsible for growing popularity of digital wallets in India and sustainibility challenges faced by this innovative product on account of gaps between expectations of the users and their satisfaction level with leading wallet brands like Paytm, Freecharge, Mobikwik and Oxigen. Design/methodology/approach The descriptive research is based on primary data collected with the help of a structured questionnaire from 313 respondents in National Capital Region of Delhi chosen through non-probability convenience sampling. The collected data were converted into data matrix using SPSS 23.0 software and inferential analysis was done. Findings Attractive cashback and rewards, ease of use, instant money transfer without using cash, relatively higher transaction security as compared to credit/debit cards and absence of any transaction fee are the factors responsible for growing use of digital wallets. However, there are gaps between customers’ expectations and the satisfaction level which pose a challenge for sustainibility of digital wallets. Research limitations/implications The study is limited to National Capital Region of Delhi for a specified set of factors considered important for customers’ satisfaction. Originality/value This paper offers fresh insights into the gaps between Indian customers’ expectations their satisfaction level with the leading digital wallet brands operating in India, which can be used to bridge these gaps for ensuring their long-term sustainability in a competitive environment.

scholarly journals IMPACT OF COVID-19 ON E-BUSINESS IN NATIONAL CAPITAL REGION (INDIA)

2021 ◽  
Vol 4 (2) ◽  
pp. 49-55
Keyword(s):  
Primary Data ◽  
The Internet ◽  
National Capital Region ◽  
Capital Region ◽  
Social Distancing ◽  
Corona Virus ◽  
Different Types ◽  
National Capital ◽  
Upward Slope ◽  
Staying At Home

E business is a model of business or transaction of commercial nature that includes sharing information across the internet. Since the outbreak of the corona virus pandemic there is an upward slope of E commerce graph and digital solutions. E commerce is most considered and chosen way of purchasing different types of products nowadays. Furthermore, during this pandemic, the norms of social distancing and staying at home are pushing the customers towards E business. This study has an objective to determine the growth of E business due to the corona virus pandemic. This study examines the growth of e-business due to COVID-19 pandemic and also analyses whether e-business became the substitute source of traditional marketing or not. This study is based on primary data collected from more than 500 people residents of National Capital Region (India).

scholarly journals An empirical study to analyse impact of demographic factors on consumer perception towards e-payments with reference to national capital region, india

2020 ◽  
Vol 10 (3) ◽  
pp. 41-46
Author(s):  
Kapil Mohan Garg ◽  
Twinkle Goyal
Keyword(s):  
Sampling Method ◽  
Demographic Factors ◽  
Primary Data ◽  
Extensive Literature ◽  
Technological Advancement ◽  
National Capital Region ◽  
Snowball Sampling ◽  
Capital Region ◽  
National Capital ◽  
The Impact

In the present world, smartphones play an important role in the daily life of people. Technological advancement has made smartphones as devices where mobile users can make money transactions or payment by using applications installed on the smartphone. It’s no secret that people today are digital natives. In this technology-driven society, paying for a cappuccino using a pay-and-go method or buying a sweatshirt with a one-click model, has become the norm. Backing away from cash, they drive innovation in the digital payments industry. That’s the reason digital-driven payments become one of the trends ripe in this digital push era.The research is an attempt at analyzing the impact of demographic factors on consumer selection of the mode of payment along with an understanding of what people think about the idea of paying online and up to what extent they find it more convenient. It is also about knowing factors that affect the consumer’s decision to adopt mobile wallets and various risks and challenges faced by the users of the mobile wallet. An extensive literature review is also done and a lot of information is collected from different sources. In this research, the primary data is collected from the people of the National Capital Region. For this research, the convenience sampling method and snowball sampling method of non-probability sampling is used. The tool used for the collection of data and making of questionnaires is google forms and data is collected from 215 respondents. For tabulation and analysis of data, analytical tools like Microsoft Excel and SPSS is used.

Employee loyalty and counter-productive work behaviour among employees in the Indian hospitality sector

2019 ◽  
Vol 11 (4) ◽  
pp. 438-448
Author(s):  
Rishipal
Keyword(s):  
Middle Level ◽  
Primary Data ◽  
National Capital Region ◽  
Employee Loyalty ◽  
High Tendency ◽  
Content Type ◽  
Productive Work ◽  
National Capital ◽  
The Status ◽  
Hospitality Sector

Purpose The purpose of this study is to identify the characteristics of employee loyalty and counter-productive work behaviour (CWB) among employees working in the Indian hospitality sector. The study also compared the status of employee loyalty among managers, who exhibit either very high and or very low traits of CWB. The study also examined the factors responsible for the high tendency of employee loyalty and for that of CWB. Design/methodology/approach Primary data were collected by using questionnaire and interview methods from employees and managers working in hotels situated in the National Capital Region (NCR), Delhi, India. A sample of total 220 junior and middle level managers and other employees was taken and a selected sample was tested for tendencies of employee loyalty and CWB and analyzed to interpret the findings. Findings The findings reveal that the tendency of employee loyalty among managers in the hospitality sector was high, whereas the status of CWB was low. Results also predicted that the tendency of employee loyalty was high among the managers with low traits of counter-productive behaviour and very low among managers with a higher tendency of CWB. Factors such as compensation and benefits, job security and growth and satisfaction were found to be responsible for high tendency of employee loyalty; the controlling of factors such as ignoring or arguing with others, physically damaging organizational property, stealing organizational or employee’s property, intentionally working slowly, doing work incorrectly, neglecting to follow procedures, taking longer breaks than allowed, coming late and leaving early was responsible for a high degree of CWB. Research limitations/implications This study was conducted by involving lower and middle level hospitality sector managers in the NCR Delhi region only. To generalize the findings effectively, a more comprehensive study should be conducted that also involves senior level managers. Originality/value There are relatively few prior studies of the factors addressed in this study which has sought to explore an under-research aspect of workplace behaviour.

An analysis of satisfaction level of 3PL service users with the help of ACSI

2018 ◽  
Vol 25 (1) ◽  
pp. 24-46 ◽  
Author(s):  
Sadia Samar Ali ◽  
Rajbir Kaur
Keyword(s):  
Business Performance ◽  
Service Providers ◽  
Third Party ◽  
Primary Data ◽  
Survey Method ◽  
Final Decision ◽  
Service Users ◽  
Satisfaction Level ◽  
Content Type ◽  
Capital Region

Purpose The purpose of this paper is to evaluate the satisfaction level of customers using third party logistics (3PL) services in the Indian capital region and its surrounding areas. The American Customer Satisfaction Index (ACSI) model is used as a framework to identify the major drivers of satisfaction and areas requiring immediate attention for provision of better services. Design/methodology/approach Present study includes an exhaustive review of literature for the identification of enablers for this model. Through iterative and structured discussions, variables related to process, service information and user’s expectations are identified, which are subsequently grouped into four dimensions. A survey method is used to get the primary data for this research from 3PL service users’ organizations in the Delhi and adjoining capital region. ACSI is used to prioritize the most preferred driver of satisfaction. Findings Enablers related to process involving order processing, order picking, order fulfillment and final decision making stand out as the winners and also other critical areas have been identified. Practical implications There is a gap between the services obtained and services expected and information-related complications which lead to unsatisfied customers. The 3PL service providers need to focus on these areas for better business performance and healthy and long-lasting business relationships. Originality/value The paper is an attempt to implement a satisfaction model for the 3PL sector from user’s perspective.

Examining the social and entrepreneurial development of women through Microfinance in Indian context

2019 ◽  
Vol 39 (4) ◽  
pp. 407-421
Author(s):  
Shagun Bansal ◽  
Anjani Kumar Singh
Keyword(s):  
Gender Gap ◽  
Research Work ◽  
Microfinance Institutions ◽  
National Capital Region ◽  
Content Type ◽  
Capital Region ◽  
Household Decision ◽  
Entrepreneurial Skills ◽  
National Capital ◽  
The Impact

Purpose Microfinance is seen as the tool for poverty elimination. It provides loan to that particular section of the society which is not included in the mainstream financial system. The purpose of this paper is to study the impact of Microfinance on the lifestyle of women. The study is undertaken to address the question whether the Microfinance actually reach to the root of poverty and improve the standard of living for women who are considered to be the poorest of poor. This paper also aims to acquire the deeper understanding of the entrepreneurial skills which may or may not be inculcated with the help of Microfinance. Design/methodology/approach The paper is based on empirical data. The data were collected through structured questionnaire and purposive sampling was used. The respondents were the women beneficiaries of the Microfinance Institutions in the National Capital Region. Total of 117 women were personally interviewed to obtain the response for the questionnaire. Findings Microfinance helped to develop entrepreneurial skills among the women as acquiring loan helped them start their own microenterprise and support themselves and their family. Microfinance enhanced the participation of women in the household decision-making. As a result, after obtaining Microfinance, women were found to be more socially developed and empowered. Also, the gender gap seemed to have narrowed as a result of Microfinance. Research limitations/implications The findings of the study are limited to the National Capital Region. Practical implications Microfinance will be beneficial for women and lead to their empowerment when they have control over the usage of the loan. Microfinance institutions play an important role in facilitating women to become self-reliant. With the help of this paper, one can understand the role of Microfinance in uplifting the marginalized section of the society. Originality/value The research work is authentic and original as per the understanding. This paper gives an insight into how Microfinance can not only eliminate poverty but also help women develop the entrepreneurial skills. The paper explores into the issue of how gender inequality can be addressed through Microfinance.

Consumers’ Demographics as Predictors of Their Perception of Online Advertising: Are They Still Relevant in the E-Landscape?

2020 ◽  
pp. 097215091989742
Author(s):  
Sarika Ahlluwalia ◽  
Seema Singh
Keyword(s):  
Multiple Regression ◽  
Online Advertising ◽  
Demographic Factors ◽  
Primary Data ◽  
The Internet ◽  
National Capital Region ◽  
Capital Region ◽  
Internet Users ◽  
National Capital ◽  
Advertising Spending

Since the modest beginning as a banner ad, online advertising has evolved from just an element of the promotion mix to a powerful strategic tool. Today, online advertising accounts for a significant share in the total advertising spending, globally as well as in India. As online advertising proliferates, understanding consumers’ perception of it becomes important. However, Internet users are not a homogeneous group. This study acknowledges this diversity among the Internet users and investigates the relevance of the effect of demographic factors on consumers’ perception of online advertising. A purposive survey was conducted to collect the primary data from a sample of 318 respondents from Delhi—National Capital Region (NCR) and analyzed with multiple regression. Results show that demographic factors have a significant effect on the consumers’ perception of online advertising.

India may ease capital’s smog problem in the long term

2017 ◽  
Keyword(s):  
Indoor Air ◽  
Vehicle Emissions ◽  
National Capital Region ◽  
Short Term ◽  
Content Type ◽  
Capital Region ◽  
National Capital

Subject Delhi's efforts to combat toxic smog. Significance India’s National Capital Region (NCR) frequently registers dangerously high levels of toxic smog, largely caused by industrial and vehicle emissions, construction dust and illegal crop-burning by farmers in surrounding states. Delhi is fast acquiring the reputation of being an unattractive place to live and do business in. Impacts The market for indoor air-purifiers and face masks will expand. Delhi may see higher levels of out-migration by skilled and expat workers in the short term. Other major cities in India may come under pressure to implement similar anti-pollution measures to those in Delhi.

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